Vale of York Intermediate Care service

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People were involved in discussions around the care they needed on an ongoing basis. They were recognised as individuals with their own needs, strengths and personal stories. Staff were familiar with people’s preferences and nuances. One staff member stated, “I feel I understand people’s needs and discuss at each visit; how they are feeling, and work out helpful solutions or adaptions moving forward.” Care plans contained basic, high-level information as this was a short-term service with a specific aim of reablement. Some of the care plans would have benefited from further information about how to provide elements of the support, which the provideracknowledged.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider worked in partnership with local health and social care partners in the delivery of support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed as part of the pre-admission assessment process. Staff were aware of people’s communication needs and considered this in how they approached them. Further development was needed to capture this information within people’s care plans.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People had regular opportunities to provide feedback and be actively involved in their care.They were given information about how to raise a complaint if they were unhappy with the service. The service had received a low number of complaints, all of which had been responded to appropriately. People also shared their compliments about the service, including, ‘You all do a fantastic job, and we are very grateful to you all.’ When people’s need for the service came to an end, they were asked for their feedback, which was generally positive. Further work was required to ensure this feedback was captured to develop the service. Staff confirmed they could share their ideas with the management team about people’s care and the running of the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. When support commenced, people received a folder of information about the service including who to contact in the event of an emergency or change in need. Staff supported people when required to contact other health and social care professionals.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People’s progress and outcomes were reviewed on a weekly basis to establish whether their needs were being met and whether any changes were needed to the care provided. Staff completed a wide variety of training courses relating to equality and diversity which helped to equip them to identify points of inequality.

People were supported and included in discussions to make informed decisions about their future care. The service supported people with short-term reablement and did not provide end of life care. Staff did receive training in this area should this support be needed in future.